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HigherLogic and Socious

Online Community Blog

What Do Your Customers Expect from You in 2016 & Beyond? A Guide Map

Posted by Joshua Paul on Tue, Jan 05, 2016 @ 10:48 AM

Your customers are logging into websites more frequently, signing up for new online services, and trying new apps every day. The well-documented consumerization of business product users is putting increasing pressure on companies. In many cases, companies can’t keep up with the evolving expectations of their customer base.

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Tags: Association Management, Social Business, Customer Engagement, Customer Experience

Better Customer Surveys: 6 Ways to Improve Your Results

Posted by Katie Oakes on Thu, Oct 15, 2015 @ 08:24 AM

What would it mean to your organization to have consistent insight into your customers' problems and ongoing feedback about your solutions? If you're like most businesses, this information would help your company make smarter decisions in a host of areas.

Helping businesses acquire this valuable data is why the $11+ billion U.S. market research industry is continues to grow. While some companies outsource their customer research, others handle it in-house.

For those companies that manage their customer research themselves, creating and sending a survey to customers is the easy part. There are a lot of great tools available for you to conduct customer surveys - from standalone email survey systems to survey features built into your customer community software platform.

It is getting customers to respond where businesses struggle. 

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Tags: Social Business, Customer Engagement, Customer Experience

The Guide to Building Your Customer Journey Around Your Online Community

Posted by Joshua Paul on Wed, Mar 25, 2015 @ 08:21 AM

A typical customer journey is a vast and tangled experience. The path your customer take to becoming a customer and staying a customer is rarely straightforward.

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Tags: Social Business, Customer Communities, Customer Engagement, Customer Experience, Customer Advocacy

How to Improve Customer Satisfaction By Getting More Customers to Trust You

Posted by Joshua Paul on Tue, Nov 04, 2014 @ 11:20 AM

It’s no secret that Socious runs many of its marketing programs and blog on the HubSpot platform. We use their marketing and sales tools extensively and I’ve personally been using their platform for over four years. That’s why I was especially excited about some of the new features announced at HubSpot’s Inbound conference in September.

One feature in particular that caught my eye was the calendar function. It allows you to manage all of your blog posts, email campaigns, and social media postings in one place. This makes scheduling easier so you can make sure all of your messages and content are spaced appropriately and nothing falls through the cracks. In theory, it all sounded great.

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Tags: Social Business, Customer Engagement, Customer Experience, Customer Retention, Customer Satisfaction

Why Creating an Online Customer Community is the Ultimate Post-Sale Inbound Strategy

Posted by Joshua Paul on Tue, Oct 14, 2014 @ 10:53 AM

At this point, you’re probably tired of hearing about inbound strategies. However, there’s a reason inbound marketing, sales, and customer communication has changed the way people do business. There’s a reason they’re so popular.

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Tags: Social Business, Customer Communities, Customer Engagement, Customer Experience, Customer Marketing, Online Customer Support Community

How to Improve Customer Retention By Increasing the Value Customers Get From Your Products

Posted by Joshua Paul on Fri, Oct 03, 2014 @ 09:25 AM

A lot of factors go into keeping your customers. Especially in the case of B2B companies, customer retention can be a complex challenge. However, despite its intricacies, reducing your retention rates can have a significant effect on your profits.

Research has shown that reducing customer churn by a mere 5% can increase your profits by 25-125%. With those kinds of numbers, your current customers suddenly seem a lot more valuable.

How to Use Your Online Customer Community to Improve Customer Retention By Increasing the Value Customers Get From Your Products 

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Tags: Social Business, Customer Communities, Customer Engagement, Customer Experience, Customer Retention, Customer Satisfaction

Customer Experience: Are You Addressing These 12 Critical Points?

Posted by Joshua Paul on Tue, Sep 23, 2014 @ 03:04 PM

Customer experience. It’s the new buzzword on the tip of everyone’s tongue—and not without good reason. The Customers 2020 Report claims that by the year 2020, experience will expand its lead over price and product as the key brand differentiator.  However, “creating a better customer experience” is a lofty goal that can be difficult to define.

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Tags: Social Business, Customer Communities, Customer Engagement, Customer Experience

Where Do Businesses Get the Most ROI from Online Customer Communities?

Posted by Joshua Paul on Tue, Apr 22, 2014 @ 10:00 AM

Creating an effective customer experience is a top priority for many companies right now. Businesses are spending a lot of time and money trying to understand and properly address both the pre-sales and post-purchase opportunities to engage their customers.

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Tags: Social Business, Customer Communities, Customer Engagement, Customer Experience

What Do the Companies With the Best Customer Experience Have in Common? (And How Can You Have It Too?)

Posted by Joshua Paul on Tue, Feb 18, 2014 @ 10:56 AM

With the conclusion of one year and the beginning of another comes the onslaught of “year end” lists identifying the “best and worst” of the past year. From movies, to books, to—yes, that’s right—even business strategies, practically nothing that happened in 2013 is safe from categorization.

While you may feel inundated with “best and worst of” lists, here’s one that deserves special attention: the annual Global Leaders of Customer Experience Management survey.

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Tags: Social Business, Customer Communities, Customer Experience

Is Your Online Community Worth Your Customers' or Members' Time?

Posted by Joshua Paul on Wed, Apr 03, 2013 @ 10:20 AM

“The key is in not spending time, but in investing it.” That state of mind was imparted by the late Stephen R. Covery, author of the well-known book, The 7 Habits of Highly Effective People.

This modern proverb has different implications for you than it does for the audiences that you are trying to reach. Thinking about how you invest your time can give you insight into your priorities. Thinking about how your customers or members get a return on their investment of time can be humbling.

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Tags: Association Management, Social Business, Online Community, Customer Experience

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